Service Desk Analyst

Job Description

About the Role

DXC is a leading global provider of products, technologies, solutions and services to consumers and business. The company's offerings span IT infrastructure, global services, imaging and printing.

We currently have an opportunity for an on-site Service Desk Analyst to join our central Melbourne CBD office and work in a supportive and professional team. This role will be providing first level IT technical support on software, hardware and network issues. We are looking for someone who is passionate about providing their customers with a high level of service and support.

Key Accountabilities

• Accountable for and actively contribute toward the achievement of Customer Service Levels
• Provide high quality technical support both over the phone and via email
• Provide resolution over the phone through investigation and diagnosis, using remote system management tools
• Assign records accurately to resolver groups
• Liaise with internal and external vendors to satisfy customer queries
• Actively contribute content to the Knowledgebase

About You

To be successful in this role you will have previous experience working in an outsourced service desk environment with demonstrable experience supporting the following technologies:

• Microsoft Operating Systems (Windows 11)
• Microsoft Office 365
• Windows Server (Active Directory and MS Exchange)
• Experience with commercial call logging tools such as ServiceNow or Microsoft System Centre Service Manager
• A working knowledge of ITIL practices

You have experience providing support to user via phone and email along with experience achieving KPIs and service level targets. You will work well under pressure and be able to deal with high priority issues. You will have excellent problem-solving skills and be able to work independently. You will have excellent communication skills and are enthusiastic about customer service.

We're committed to building better futures—for our customers, employees, and local communities. At DXC, we believe in bringing your whole self to work.

If you're ready to get your foot in the door of the IT world, we'd love to hear from you.